Brinks Home

Brinks Home™ unlocks a 67% reduction in cost per contact while boosting NPS by 90+ points.

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Industry

Home Security

Location

Dallas, Texas

Website

brinkshome.com

Challenges

Inefficient workflows due to reliance on reactive support models.
Limited digital engagement tools, leading to underutilized self-service options.
Low Net Promoter Score (NPS). Brinks Home’s digital channels had a negative NPS of -55 at the start of this transformation.
Agent burnout caused by manual ticket escalations and unoptimized internal systems.
High operational costs. Escalating customer service costs caused by high contact center dependency, redundant agent processes, and minimal automation.

Solutions

Implemented AI-powered self-service channels to reduce call volume and enhance customer convenience.
Introduced SMS payment automation for quick and secure transactions via text.
Enabled sensor self-onboarding with AI-guided activation for seamless setup.
Automated routine troubleshooting tasks, freeing up agents for complex issues.
Streamlined internal agent workflows with a customized resolution line tool.
Transformed IT service desk operations with chat-based automation for faster support.
Deployed flexible AI tools for faster development and optimization of customer journeys.
Launched an AI-driven virtual Help Center assistant to improve response accuracy and content integration.

Reinventing the customer journey for home security excellence.

Trusted by over one million Americans, Brinks Home has long been a leader in smart home security and alarm monitoring. But as customer expectations grew and traditional service models struggled to keep up, Brinks Home recognized the need for a bold transformation.

By partnering with Quiq, Brinks Home reimagined their approach to customer service, leveraging cutting-edge technologies to deliver faster, more efficient, and more satisfying experiences.

Faced with challenges like high call volumes, low Net Promoter Scores (NPS), and agent burnout, Brinks Home embarked on a digital transformation that would set a new industry standard for customer experience (CX). Their goal was clear: eliminate friction for customers, reduce operational costs, and empower their team to focus on what matters most.

Empowering customers with AI-powered solutions.

Brinks Home introduced revolutionary AI-driven self-service solutions designed to meet customers where they are. With Quiq’s AI Studio leading the charge, the company implemented seamless tools to simplify common tasks and improve the overall experience.

Pay-by-text integration: Customers can now make payments simply by replying to a text. This innovative feature is fast, intuitive, and perfect for users of all comfort levels with technology.
Sensor self-installation: Through AI-guided instructions, customers can onboard new sensors, such as door and window devices, without needing live support. This streamlined approach eliminates setup frustration and enhances ease of use.
Automated troubleshooting: From replacing batteries to requesting insurance certificates, AI agents handle routine interactions, allowing human agents to focus on more complex issues.

The company’s shift from phone-based support to asynchronous digital communication has been particularly impactful. Customers now control the pace of their interactions via messaging, making troubleshooting, scheduling, and inquiries easier than ever before.

The Quiq gist: CX transformation unlocked.

Quiq enabled Brinks Home to:

Lower cost per contact by 67%: Self-service options and AI-driven conversations significantly reduced dependency on live agents, driving down costs.
Catapult NPS by 90+ points on digital channels, surging from -55 to industry-leading performance.
Achieve a 60% shift to digital transactions from 12%, simplifying customer interactions within three years.
Enhance accuracy: The AI agent’s accuracy rose by 6% upon transitioning AI builds into Quiq’s AI Studio.
Increase CSAT by 18% in just 12 months: Including more ways for customers to self-service is paying off in terms of overall satisfaction.

"Brinks Home has been a happy Quiq customer since November 2017. We started by implementing two-way, asynchronous messaging for sales and customer support, which reduced our call volume YoY, including 30% in just the past 3 years. In that same timeframe, we had increased our NPS scores exponentially. We recently added generative AI using Quiq's AI Studio, which allowed us to leverage our own LLM, which certainly made IT happy. Our customers like having the ability for digital support via our Help Center and links to live chat agent support. All of these improvements have led to a CSAT score improvement of 18% in just the past 12 months."

Brian Lunseth

Director, Digital Customer Experience & Development